Silicon Labs Looking for IT Service Delivery /Ops Lead at Hyderabad, Telangana Full Time

About Silicon Labs:
We are a leader in secure, intelligent wireless technology for a more connected world. Our integrated hardware and software platform, intuitive development tools, unmatched ecosystem and robust support make us the ideal long-term partner in building advanced industrial, commercial, home and life applications. We make it easy for developers to solve complex wireless challenges throughout the product lifecycle and get to market quickly with innovative solutions that transform industries, grow economies and improve lives.

www.silabs.com

How the IT Team works:
The Silicon Labs IT team is a tight group of global IT professionals, many of them generalists, with a broad understanding of transformational technology initiatives and a passion for innovation and providing business value through technology. We care about the business we support and take pride in the technology services we deliver and go the extra mile to “Do the Right Thing” for Silicon Labs.

Why this position matters:
Our IT Service Desk Team is the first line of defense for all IT matters. You’ll collaborate with your peers and leadership leveraging a range of technology solutions, but you’ll also be responsible for strategic problem solving and operational excellence for all IT issues and support questions for your local end users. The Service Delivery Lead provides end user support to customers across multiple sites by managing a service delivery team performing the highest level of multiple technology support activities.

Role & Responsibilities

The position is also responsible for all aspects of staff management for their team.

He/ She will manage team of IT Support Engineers and provide cross functional technical expertise to support the daily activities of the Information Technology department.

Also, he/she will establish and refine the processes, tools, techniques and methods used by technical staff to provide exceptional support to our internal employees.

This professional has accountability for all aspects of end-user support interaction with leadership, supporting relationship management and ensuring that metrics and performance standards are achieved and maintained.

This professional anticipates technology support issues and creates and provides solutions with appropriate consultation.

Driving change, consolidation and service improvement is a key aspect of this role whilst keeping their team motivated in a highly changing, dynamic, diverse and cross-cultural environment.

Deliver a cost-efficient, stable on-site support operations for the supported customers.

Other Responsibilities

Build relationships with stakeholders to facilitate proactive decision making and seamless customer experiences

Analyze regional performance of Help Desk and document resolutions, identify problem areas and develop practices to prevent problem recurrence

Manage procedures related to identification, prioritization, and resolution of incidents and requests – including the monitoring, tracking and coordination of Help Desk functions

Analyze information from the team and provides recommendations for resolution through data driven decision making

Lead by example; coach and mentor best practices that improve responsiveness

Analyze trends and develop action plans for improving service timeliness and reducing costs

Enforce policies and procedures to ensure consistent service levels and quick resolutions

Establish and manage procedures to ensure effective collaboration among teams in the IT department

Installing, configuring, and troubleshooting desktop pcs, laptops, servers, and networks in a heterogenous technology environment

Communicating highly technical information to both technical and non-technical personnel

Basic administration of a wide variety IT systems and tools

Recommending hardware and software solutions to the greater IT team and participating in pilots and proof-of-concepts for the development of IT projects

Triaging and diagnosing trouble tickets and requests

Working on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors; exercising good judgement in selecting methods or techniques for problem resolution

Keeping the users’ overall IT experience top of mind during all aspects of troubleshooting and problem resolution

Collaborating over multiple time zones to support our global business partners & Colleagues across various cultures and countries and time zones.

Understanding the ‘big picture’ of Silicon Labs’ deliverables to effectively prioritize work and follow through with all constituents, from individual contributor to senior leadership

Skills :
Demonstrated ability to lead cross functional teams , vendor Staff. Lead & develop IT Support engineers/ IT Help desk teams

Strong analytic approach and organizational skills

Solutions-oriented experience with operational applications

Strong written and verbal communication skills

Experience in an environment with 700+ end users locally and 1000+ global end users.

HANDs -ON Strong technical experience with: maintenance, repair, upgrades, and configuration of hardware, software and operating systems in a global environment

Experienced with desktop standards, desktop management, software deployment techniques and tools, systems administration, and data integrity and recovery

Demonstrated experience with the installation, configuration and use of a wide range of desktop and network software

Educational Qualifications:
Bachelor’s Degree preferred (preferably in Computer Science, or information Technology / Engineering) Information Technology/Engg or Bachelor in business administration with strong technical background. In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.

Min 12 + Years of work experience in enterprise infrastructure & Service delivery domains.

Min. 5 + years experiences in a leadership or management positions with technical service desk environment required.

Understanding of the day to day Operations and experience in delivering improvement initiatives and providing Key KPI’s.

Deep knowledge of administration and service processes.

Expert knowledge in the required functional area.

Excellent verbal & communication skills with proactive & effective manner.

Extended Knowledge of IT industry is required.

Very good skills in using MS Office products.

Exceptional problem-solving and documentation skills

Preferred Technical Skills:
Technical Knowledge in operating systems, networks (WAN; LAN).

ITIL Foundation Certificate recommended.

Expert in ITSM & End user Asset Management tools such as Service NOw

Proficient on multiple OS platforms like – Windows, MaC, Linux

Working knowledge of the following IT platforms and concepts:
Active Directory

O365/Exchange

Linux/Unix

Microsoft Office

ServiceNow or related support platforms

Confluence/JIRA , Atlassian Suite of Products

SCCM

RDP

Zoom and A/V components such as TV’s, projectors, conferencing systems

Windows 7, Windows 10, Mac OS

Okta/MFA.

Benefits & Perks:
Not only will you be joining a highly skilled and tight-knit team where every engineer makes a significant impact on the product; we also strive for good work/life balance and to make our environment welcoming and fun.

Equity Rewards (RSUs)

Insurance plans

PF and NPS

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.